Tap chi Khoa hoc - Cong nghe Thuy sdn So 3/2013 KET QUA NGHIEN CQU DAO TAO SAU DAI HOC DANH GIA Sir HAI LONG CUA HOC VIEN CAO HOC TRirdNG DAI HOC NHA TRANG VE CHAT LU'ONG KHOA HOC ASSESSMENT OF SATISFA CTION OF MASTER STUDENTS IN NHA TRANG UNIVERSITY ABOUT COURSE QUALITY Le Thi Ngpc Thifn', Phqm Thanh ThdP, Qudch Hoai Nam' Ngdy nh^nbii: 25/3/2013; Ngay phan bien thong qua: 08/5/2013; Ngay duyet dang: 10/9/2013 TOM TAT Nghien cuu da sd dung md hinh chdt lupng dich vu ciia Parasuraman [9] de phdn tich sif hdi long cda hpe vien cao hpe ve chdt lupng khoa hpe tai Trudng Dai hoc Nha Trang vdi sdu bien dqc lap tdc dong den sif hdi long Mifctieudia nghien cuu Id khdm phd/nhdn dien cdc nhdn to tdc dpng den su hdi long cda hoc vien cao hoc ve chdt lupng khoa hqc Ufl Truang Dai hpe Nha Trang Kit qud cho thdy rang co ba nhdn to tdc dpng duang den su hdi long cua hgc vien cao hgc' phdt triin ky ndng mem, thdi dp nhi^t tinh cdm thong, casa vdt chat vd trang thiet bi hgc tdp Tir khoa su hdi long aia hpe vien cao hgc, chdt lupng khoa hgc, Tntang Dgi hgc Nha Trang ABSTRACT The stiidy employed the service quality model developed by Parasuraman [4] to analyze the satisfaction of master students about the course quality at Nha Trang University with six independent variables that may affect their satisfaction The objective ofthe study was to explore /identify the factors affecting the satisfaction of master students about the course quality al Nha Trang University The results show that there are three factors positively affecting the satisfaction of master students: development of soft skills, attitude of enthusiasm and empathy, facilities and learning equipment Keywords satisfaction of master students, course quality, Nha Trang University i DAT V A N Bt Trudng Dgi hgc Nha Trang Id trudng dai hgc cdng lap nam hg thdng gido dye eua Vidt Nam vdi tmyln thing han 50 nam hinh thdnh va phat triln Trudng da tgo duge uy tin va thuang hlfiu d l i vdi xa hfii vd hfi thdng giao dye dgi hgc vol hd thdng ddo tgo da trinh dfi vd da nganh Tinh d i n Trudng Dgi hgc Nha Trang cd khoang g i n 30.000 sinh vidn cde he dang theo hgc tgi trudng d hon 1.000 hge vien cao hgc [12] Vdi kinh nghigm 20 nam dao tgo cao hge, tnjdng da vd dang tirng budc hodn thign han nira chit tugng ddo lao cua minh, ddng gdp quan trgng vigc nang cao trinh giang vidn cua trudng vd cung d p ngudn luc trinh dfi cao cho ngdnh thuy san va cdc ngdnh trgng dilm khde phyc vu cho sg phdt triln cda d i t nude Tuy nhidn, d l tdn tgi vd phat trien mfii tm-dng gido dye ddi hdi chit lugng ngdy cdng cao v& mang tinh toan d u nhu hign nay, ban lanh dgo cda trudng eung nhu Khoa Sau dgi hpe phdi quan tdm nhilu han nira d i n chit lugng d|Ch vy ddo tgo vd sg hai long cua hpe vidn Do dd, hogt dfing ddnh gid ^ kiln vd sg hdi Ifing cda hgc vidn d6i vdi chit lugng djch vy ddo tgo cda Nhd tardng Id c i n thilt, de tu- dd Nhd trudng nhdn bilt vd c6 nhu-ng dieu chinh vige cung d p djch vy ddo tgo eho phd hgp va ndng eao chit lugng ddo tgo cung nhu ddp d-ng tdt han nira nhu ckv ddo tgo cua xa hfii ' Le Thj Ngpc Thi$n: Cao hpe Qudn tn kinh doanh 2010 - Tnrdng Dgi hpe Nha Trang ' ThS Phgm ThSnh Thdi Khoa Kinh td - Tnr&ng Dgi hpe Nha Trang = TS QuSch Hodi Nam' Khoa Sau dgi hpe - Tnrdng Dgi hgc Nha Trang 168 • TRUONG OAI HOC NHA TRANG Tiip chi Khoa hoc - Cong nghe Thuy sdn II D | Tl/pfNG vA PHl/CTNG PHAP NGHIEN CLFU Doi tu-gng nghidn ci>u Ddi tugng nghien cuu- sg hai long cda hpe vien cao hge Trudng Dai hgc Nha Trang (tuyen sinh nam 2009, 2010 vd 2011) ve chit tugng khda hgc Co> sif iy thuyet Ve khdi mem djeh vu giao dye, theo Vu Quang Vidt (2007), gido dye la san phim dgc bidt theo nghTa nd id phuang tign nham sdn xuat eda d l tuang lai Gido dye cting ed nhu-ng diem Chung gidng nhu t i t cd ede djeh vy tieu dung cd nhdn khdc td sdn pham vfi hinh, ed t h i tidu dung nhung tgi efi them mgt sd dge dilm ma eae djch vy khdc khdng ed Nd d till "tdn kho" vdo tn thuc cd nhan, ti^ thdnh vdn tii thuc Nd igi cd thude tinh xa hfii md d c hdng hod vd djch vy (ggi chung td sdn phim) cd nhan khdc khfing cd, vi d\sr?c xdp vdo logi hdng hod ed tinh chit cdng [6] Theo Cuthbert (1996, trich tir Costa & Vasltlki 2007), gido dye d p cao td mfit djch vy vi nd d nhirng dge trung kinh diln cda djch vy [8] Doi vdi khai nigm chit tugng dich vy gido dye Chat tugng gido dye dai hgc dugc djnh nghTa rit khdc t u j theo tung thdi diem va giOa nhirng ngudi quan tam: sinh vien giang vien ngudi sir dung lao dgng, d e td chd-c tai trg va d c CO quan kilm djnh (Burrciws vd Harvey, 1993); nhilu bdi d n h , nd cdn phu thufie vdo tinh trang phat tridn kinh te-xa hfii cua mdi nude [7] Trong edc djnh nghTa khdc v l thudt ngir "chit lu-gng gido dye dai hpe" cua nhieu tdc gid dinh nghTa cda Harvey va Green (1993) eo tinh khdi quat va he thdng ban ca Tdc gid d l cdp d i n nam khia egnh ehat lugng giao dye dgi hgc: ehat lugng la sg vugt trdi (hay sg xult sac); chit lugng td sg hodn hao (kit qua hoan thidn khdng cd sai sdt) chit tugng Id sg phu hgp vdi muc tieu (ddp irng nhu d u ciia khach hdng); chat lugng la sg ddng gid v l ddng tiln (tren khia cgnh dang gia dd d i u tu); vd chit lugng Id sg chuyen ddi (su chuyin ddi ttr trgng thai ndy sang trgng thai khde) [9] Cdn ddi vdi khai niem sg hdi tdng theo ZeithamI and Bitner (2000), sg hdi tdng cua khaeh hdng la sg danh gid cda khdch hang ve mfit sdn phim hay mfit djeh vy da ddp irng duge nhu d u va mong dgi eda hg [13] Theo Parasuraman, ZeithamI, Berry (1991), ed nhan td anh hudng den sg hdi tdng cda khdch hdng (1) Dfi tin cdy (Rehabitity) (2) Mue dfi ddp ung (Responsiveness) (3) Sg ddm bdo (Assurance), (4) Sg d m ttidng (Empathy), (5) Phuang tidn huu hinh (Tangible) [10] Vdi gido dye, hign d n nhidu tranh cat titing vin d l gido dye d phdi M hdng hfia Id djeh vy hay So 3/2013 khdng? Nhung rd rang ngudi hoc ed rat nhilu su lua chpn cho minh mfit mfil trudng hge phd hgp, mfit ngdi tnrdng dgi hgc ma d dd ngudi hgc va phu huynh sin sang bd chi phi dd dau tu vd su- dyng mfit djch vy ma hg cho ring tdt nhit Cdc trudng dgi hoc d d n g va dan lap diu da va dang d gang hoan thien han nO-a v l ehit lugng djch vy dao tao tgi tRTfi-ng nhim thu hut ngudi hoc, khang i^nh thuang higu vd uy tin cua tnrdng De dat duac didu dd, Nha trudng khfing chi dam bao vd chit lugng ddo tgo, v l ea sd vat ehit, ma d n nhieu y l u td khae nhu giang vien, dau vdo hge vien, sg quan tdm h i tig hoc vidn sudt qud trinh hgc thai nhigt tinh d m thfing cda d c phdng ban ehue nang d l i vdi hgc vidn nhim mang lgi sg hdi ldng, tin egy cua hoc vien dol vdi tnjdng; theo dd hpe vidn ddnh gid cao chit tuang djeh vy Nhd tardng eung d p thi ho eang hdi Ifing vdi ngdi trudng dang hpe han, DO- lieu va phuvng phap nghidn ciru 3.1 Phuang phap nghien cim Md hinh nghien euu duge xay dgng dua tren ca sd ly thuyet vd su hai tdng khdch hdng cda Parasuraman vd dga vao k i t qud mgt sd cde nghien cuu trudc cd lien quan: Mfi hinh nghidn cdu nude ngoai: Mfi hinh nghidn cd'u cda Diamantis va Benos {2007 ti-ich tu Nguydn Thj Thdm, 2010) [5]; vd mfit sd mfi hinh nghien euu nude co lien quan den ITnh vgc gido dye: Nguyin Thanh Long (2] Nguyin Thj Hong Linh [3], Nguydn Thuy Quynh Loan vd Nguyen Thj Thanh Thoan [4], Nguyen Thj Hien [1] Nghidn cuu dugc thgc hign qua hai budc: nghidn euu sa bo va nghien cuu chinh thuc Nghidn ciru so bfi' duac thgc hign bing nghien euu dinh tinh thdng qua cae hogt dfing: nghidn euu vd tdng hgp ly thuylt ed lien quan cac cdng trinh nghien ciru di trudc ed tien quan xin y kidn giang vien, Trudng khoa sau dgi hgc vd thao ludn nhdm d l tim cdc nhan td tae dfing den sg hai ldng eua hgc vien eao hpe td- xdy dung thang vd mfi hinh nghien ciru ehinh thue vd dua cdc gid thuyet nghien euu Nghien cd-u ehinh thirc: dugc thgc hidn bdng nghidn ciru dinh tugng thfing qua ky thugt phdng v i n true tilp bang bdng cau hdi nham myc dich thu thap dd- lieu v l sg hdi Ifing cua hpe vien eao hoe qua trinh hpe tap tai Trudng Dgi hgc Nha Trang 00" ligu thu thap sd duge xir ly bang phin mem SPSS 16.0 d l kiem dinh thang bing hd sd tin cdy Cronbach alpha vd phuang phap phan tich nhan td kham phd EFA (Exploratory Factor Analysis), phdn tich hdi quy vd phdn tich ANOVA TRUONG OAI HOC NHATRANG - 169 Tap chi Khoa hoc - Cong nghe Thiiy s CHLTONG TRiNH D A O TAG NANG LI/C PHUC W Dpi NGO GL«JG VIEN THAI DQ NHI^T TINH CAM THONG CO SO V A T CHAT VA TRANG THIET Bl HOC TAP PHAT TRIEN K t NANG MEM Hinh I Mo hinh nghiSn cihi d^ sukt 56 mlu sd mau thuc hign nghidn cd-u td 308 mlu Md hinh nghidn ed-u dd xult dua Thfing tin ehung v l m l u nghien cuu dugc trinh bdy phin tae dgng din sg hdi ldng d a hgc vidn, dd d phin: chuang ti-Inh dao tao, ddi ngu cde bang: giang vidn, ca sd vdt chit ti-ang thilt bj hge tap Bang Thdng ke tiieo chuyen ngdnh ddo tgo nang luc phyc vy vd thdi dg nhidt tinh cdm thfing miu nghidn ciru dugc k l thua tir cdc nghien cuu trudc (bang 1) si Tytrgnfl Chuyen nginh STT Rieng phin phdt tiiln ky ndng mdm dugc bd luvng sung vao mfi hinh can cir tren dieu kign thgc t l cda khda hpe tgi Trudng Dgi hpe Nha Trang Cdc gia thuyet nghien cuu dga tren mfi htnh de xult: Gia thuylt H I : Cd mdi quan he duang giira chuang tiinh ddo tgo vd sg hai ldng cua hoc vien eao hpe tham gia khda hge tgi trudng Gia thuydt H2: Cd mdi quan hd duang giira dfii ngu gidng vidn vd sg hdi ldng d a hoc vien eao hoc tham gia khda hge tgi trudng Gia thuyet H3: Cd mdi quan hg dirang giira ea sd vgt chit vd ti^ng thilt bj hgc tap va sg hdi Ifing cua hgc vidn cao hgc tham gia khda hoc tai trudng Gia thuyet H4: Cd mdi quan he duang gitra nang lgc phyc vy vd sg hdi long cua hpe vien cao hgc tham gia khda hgc tgi trudng Gia thuyet H5: Cd mdi quan he duang giua thai dfi nhigt tinh cam thfing vd sg hai Ifing cua hoc vien cao hgc tham gia khoa hgc tai tnrdng Gia thuyet H6: Cd mdi quan hd duang giua phat tridn ky ndng mem vd sg hai long cua hpe vidn cao hgc tham gia khda hge tgi tiudng 3.2 Di>//gu nghiin CLFU Ddi tijgng nghidn cuu ta hoc vien ttiugc chuyen nganh dao tgo thgc sT khfia tuyen sinh nam 2009, 2010 va 2011 Vigc thu thgp thfing tin cdc cau hfii dugc thgc hign thdi gian tu ngdy 01/08/2012 din 30/11/2012 Sd mau duge phat la 572 miu, sd miu thu ve dugc Id 364 miu s l mlu tra ldi khdng hgp id la 170 • TRUONG DAI HOC NHA TRANG Quan tri kinh doanh 207 67,2 Nuoi thuy san 50 16,2 Cong nghe sau thu hoach 10 3,2 Ky thuat to-m^y k6o Kinh t4 thuy san Khai th^c thOy san KythuSt tau thuy T6ng cpng 1,0 21 6,8 2,3 10 3,2 308 100 Bdng Thong ke theo gioH tinh mlu nghien ciru STT Gi6i tinh SoluTng Tylw>9(X| Nam 194 NO 114 37 Tdng cong 308 100 63 Bang Thdng ke theo dp tudi mlu nghien cuu STT BdtuSi s6liF?ng Ty trpng (%l 57 18,5 26 d^n 35 170 55,2 TiF 36 d i n 45 56 18,2 TCF 46 tra len 25 8,1 308 100 Dudi 26 TCF Tong cpng Ttip chi Khoa hoc - Cong ngh4 Thuy s, III K^T QUA NGHIEN Cl/U VA T H A O LUAN Kdt qud phan tich CnDnbach's Alpha dugc ti-inh bay bdng Bdng K i t q u i phdn tich Cronbach's Alpha STT Ky hl$u Chi $6 ti&o H$ so Cronbach's Alpha Ket l u | n qa Chuang trinh ddo tao qal —* qa6 0.877 Dgt dfi tin cdy qb Dgi ngu giang vien qbl -»qb7 0,871 Dgt dfitinegy qe Ca sd vdt chat vd tiang thidt bj hpe tdp qcl —* qc5 0.848 Dgt dfi tin cdy qd Nang lgc phyc vy qdl - qd6 0,888 Dat ddtincay qe Thai dfi nhiet tinh d m thdng qel —• qe5 0.832 Dgt dptinegy qf Phat tnen ky nang mem qf -> qf3 0.897 Dgt dfi tin d y qg Sg hai Idng d a hge vidn qgl -* qg7 0,898 Dgt dfi tin egy Nhan to Kilm tra sg phd hgp cua dti- lifiu d l i vdi phuang phdp phdn tich nhdn td EFA duge thue hidn qua chi sd KMO vd kidm djnh Barttett eho thiy muc dfi phd hgp cao Cd y l u td tiieh tgi tai Eigenvalue Id 1,177 vd phuang sai trfeh dugc Id 64,743% Chi sd KMO cho thiy vide phdn tich nhdn td Id thieh hgp vdi dti- llfiu (KMO = 0.921 > 0,5) vd d c bidn quan sat Id tuang quan vdi ti-ong tdng the (Sig = 0,000 50% Tit cd cdc chi bdo deu cd Factor loading > 0,5 vd cdc biln quan sdt deu gom lgi ddng vdi d e nhan td nhu dg kiln ban d i u cda nghien edu ndy nigm nghien cuu trudng hgp ndy dgt duge gia tri phan bigt Ket qud phdn tich tuang quan Pearson cho thiy He sd tuang quan giii-a sg hdi tdng cda hoc vidn vdi chinh nd la 1, gitra sg hdi tdng cua hge vien vdi chuang trinh dao tao id 0.424, vdi dgi ngu giang vienld0,412, vdi easd vdt chat va trang thidt bj hge tap la 0,503, vdi ndng Igc phyc vy Id 0,414, vdi thdi dfi nhigt tinh cam thdng td 0,458 va vdi phdt tridn ky nang mIm Id 0.618 Qua dd, eho thay ring hfi sd tuang quan giira bidn ky nang mem va biln hdi ldng la cao nhit (0,618) ehung tfi giira hai y l u to cd mdi lien hg thugn kha chgt, Ddng thdi hg sd tuang quan giira cde bidn dfic lgp Id tuang doi thip (eao Viee thgc hign xoay edc nhdn td ldm m l i tuang nhit chi d mire 0,6) dilu ndy eho ta thay kha nang quan gitra cdc nhdn td vd cdc biln Ifi rd, t u d l xay hign tugng da cfing tuyin phan tich hdi giai thich ma trgn nhan td Sd lugng cae nhan td quy bfii la tuong ddi thip dugc trich phd hgp vdi ede thdnh phin ban diu eua thang chit iugng djch vy (6 Ket qua phan tich hdi quy dugc trinh bdy phin) vd thang sg hai long Vi vgy, cac khai bdng va phuvng phap Enter cua mo hinh Bang Ket qud hdi quy sir dung MSu H^sdR H#S6R2 R2 hi#u chinh Sai sd chuin utirc lirgng Durbin-Watson 0,676a 0.457 0.446 0.950 1406 BSng Phin tich he so hoi quy Hf 66 chua chuin hda K9 so da chuin hoa Nhant6 B Sai a6 chuin (Constant) 0,314 0,274 Thong ke cpng tuyen T Sig 1,143 0,254 Beta Dp chap nh^n VIF qa 0,056 0,058 0,056 0,962 0,337 0,559 1.788 qb 0.048 0,067 0,042 0,721 0,471 0,529 1.890 qc 0,165 0,052 0,170 3,193 0,002 0,634 1.677 qd 0,016 0,062 0,015 0,262 0,794 0,527 1.899 qe 0,202 0,057 0,180 3,526 0,000 0,692 1.446 q' 0,386 0,057 0,392 6,789 0,000 0,542 1,846 a Dependent V ariable' qg TRUONG OAI HOC NHA TRANG So 3/2013 Tiip chi Khoa hoc - Cong nghe Thdy sdn Bdng d hd s6 xdc dinh R^ la 0,457 vd hg sd xac djnh R^ higu chinh la 0,446 Didu ndi ldn ring dp thich hgp d a md hinh la 44,6% hay ndi c a d khdc id 44,6% dfi biln thidn d a biln sg hai idng d a hgc vidn (qg) dugc giai thieh ehung bdi d c biln mfi hinh Tri sd thdng ke F Suae tinh tir gid trj R^ ed gia tii sig rit nhd (sig = 0,000) t^o tiiay sg thich hgp d a md hinh hdi qui tuyin tinh vdi tap du- tidu phdn tich Hg d phong dgi phuang sai VIF bang cho ttily md hinh khdng cd hign tijgng da cfing hiyin gitra cac biln ddc lgp (VIF < 2) Gia tii Sig d a cac biln qc-Ca sd vdt chit vd trang ttiilt bj hgc tap (sig=0.t)02) qe-Thai dd nhiet tinh d m thdng (sig=0,000) va qf-Phat tiien ky nang mem (sig=0,000) deu nhd ban 0,05 dfi ta co till nfii phan chit lugng djch vy ddo tgo ndy d y nghTa thdng ke Cae ydu td: qa-Chuang trinh ddo tgo (sig=0,337); qb-E)fii ngu giang vien (sig=0,471) vd qd-Nang lgc phyc vu (sig=0.794) cd sig.> 0,05 nen deu khdng cd dnh hudng cd y nghTa ddn sg hdi Ifing d a hge vidn Mfi hinh eon tgi nhdn td tde dfing la phat triln ky nang mem (p=0,386); Thai dfi nhiet tinh d m Uifing (P=0.202); Ca sd vat chit vd trang thilt bi hgc tdp 0=0.165) cd tac dfing ty tfi thudn vdi sg hai ldng cua hgc vidn dd bien phdt tiien ky nang mdm td tac dfing manh nhit din sg hai tdng d a hpe vidn Tuy nhidn, kdt qua ti^n td k i t qua lay y kiln tu 308 hgc vien theo hgc tgi Tnjdng Ogi hoe Nha Trang nhung ve ly thuyet kinh t l thdnh phin khdng cd ti-ong md hinh hd d sig>0,05 la qa-Chuang ti-inh dao tgo; qt>-Dgi ngu giang vien va qd-Nang luc phyc vy ddu la nhi/ng yeu td quan tigng quylt djnh khdng nhd den sg hdi tdng d a ngudi hge Trong bdi vidt ndy ehi dd cdp den cac y l u td thda man dilu kign cae bidn cd y nghTa thdng ke, kdt qua se la tai ligu tham khao cho cac nghien euu cd lien quan ve sau Kit qua phdn tieh ANOVA de xdt xem cd sg khdc v l sg hai long cua hgc vidn theo eac ddc dilm ea nhdn eho thiy cd sg khac biet v l mue dfi hdi Ifing eua hge vidn theo ngdnh hgc (sig=0,000), d c dgc diem ca nhan khdc khdng cd su khdc biet ve mirc dfi hdi Idng cua hge vien (do sig>0.05) Nhu vgy kit qua nghidn cuoj eho ttiiy ttidnh phin chit lugng djch vu dao tgo md hinh d l xult ehi cd 03 ttidnh phin: Phdt tridn ky nang mIm Thdi dd nhigt tinh cam tiidng Co sd vdt chat va trang Uiidt bj hge tap cd anh hudng cd y nghTa den sg hai long cua hge vidn Kilm dinh mdi lien hg giua sg hai tdng eua hpe vidn va cac dgc d n dugc nang d p da dgng hda tai lieu nghidn cuu, ndng d p dudng tnjyen d l viec truy cap dugc nhanh chdng vd de dang han TAI L i f u THAM KHAO 10 11 12 13 Tiing Vift NguylnThiHien(2011), Cac giai phdp naDg cao chat lirgng hoat dpng phuc vu day va hoc ciia Tnicmg Dai hpe Nha Trang, De tai khoa hpe va cong ngh? cap Bg, Truong Dai hpe Nha Trang Nguyin Thanh LoDg (2006), Sir d\mg thang SERVPERf dg danh gia chit lupng dto tgo d?i hpe tai Trudng Dai hpe An Giang, Bao cao nghien ciru khoa hpe, Truong D91 hpe An Giang Nguyen Thi Hong Linh (2010), Ddnh gia s(i hai long ciia sinh vien he cao dSng khoa ve khoa hpe tai Tnicrag Cao ding Ngh^ Nha Trang, Luan van Thgc sT, Tnrdmg Dai Hpe Nha Trang Nguyen Thiiy Quynh Loan va Nguyin Thj Thanh Thoan (2005), Danh gia chSt lupng dao tao tii g6c d$ cuu smh vien ciia Truang Dai hgc Bach Khoa Tp HCIVi, Ky yeu Hgi thao Dam bao ch5! lugng d6i moi giao diic dai hoc, trang 305-319 Nguyen Thi ThSm (2010), Khao sdt sy hai long ciia sinh vien d6i voi hoat dgng dto tao tai trudng DH Khoa Hgc Tir Nhien, DH Quoe gia TP.HCM, Luan van Thae si, Vien Dam bao Ch5t lugng Giao due DHQG Ha Noi Vii Quang Vi?t (2007), Gmo dye tir hay cong- nhin tu goc dp ly thuygt kinh ll, Bao Thong tin khoa hoc xa hpi, so 2007 Tieng Anh Burrows, A & Harvey, L (1993) Defining quality in higher education - the stakeholder approach In M Shaw & E Roper (Eds ) Quality in Education and Training 44-50 Coslas, Z & Vasiliki, V (2007) Service Quality Assessment in A Greek Higher Education Institute Joumal of Business Economics and Management, (1), 33-45 Harvey, L & Green, D 1993, Defining Quality, Assessment and Evaluation in HE, vol.18, no.l, 9-14 Parasuraman, A , ZeithamI, V.A & Berry, L L (1985), A Conceptual Model of Service Quality and Its Implications for Fafureffeseflrc/i, Joumal of Makeling, 49 (fall): 41-50 Parasuraman, A., Zeithamt, V.A & Berry, L L (1991), More on Improving Service Quality Measurement, Joumal of Retailmg, 69(1)' 140-47 http://www.ntu.edu vn/khoasdh/vi-vii/gi6iihieu/gimthi?uchung.aspx ZeithamI, V A & M J Bitner (2000) Services Marketing- Integrating Customer Focus Across the Firm, Irwm McGraw- Hitl, TRLTONG OAI HOC NHA TRANG • 173 ... NguylnThiHien(2011), Cac giai phdp naDg cao chat lirgng hoat dpng phuc vu day va hoc ciia Tnicmg Dai hpe Nha Trang, De tai khoa hpe va cong ngh? cap Bg, Truong Dai hpe Nha Trang Nguyin Thanh LoDg (2006),... Giang, Bao cao nghien ciru khoa hpe, Truong D91 hpe An Giang Nguyen Thi Hong Linh (2010), Ddnh gia s(i hai long ciia sinh vien he cao dSng khoa ve khoa hpe tai Tnicrag Cao ding Ngh^ Nha Trang, Luan... t qua nghidn cuu va thuc tiln hgc tdp tgi Trudng Dgi hoc Nha Trang, tac gid dua mot sd kien nghj nhdm nang cao chit lugng dao tgo bac Cao hgc d a Truong nhu sau: 2.1 Dol vdi phit tiien ky ning